Impact measurement Helpline Dordt

Hulplijn Dordt was launched in 2021 as a continuation of the corona helpline Light for Dordt. The Hulplijn Dordt is a cooperation between four (voluntary) organisations with the aim of quickly and easily connecting the people living in Dordrecht with a request for help to appropriate informal help. This cooperation thus provides an answer to the fragmented supply of informal help and the increasing pressure on formal care in Dordrecht. Thus, this Helpline contributes to a more inclusive city.

Background

There appear to be few similar initiatives like Hulplijn Dordt, which is why it is interesting and important to investigate the impact of this unique initiative and what it means for the future. The Dordrecht municipality therefore asked Ecorys to investigate the impact, added value and future areas for improvement of Hulplijn Dordt. We did this with literature research and interviews with residents, (underlying) foundations, professionals from the social domain and the municipality.

Informal help refers to all care that is not provided from a profession and is not paid for. This includes, for example, informal carer(s), an active social network, civic initiatives and volunteers.

Background

Our research shows that the Helpline offers a low-threshold and easy way to request help or information and that it helps to reach vulnerable residents better. The smooth application process and effective cooperation ensure that the Helpline contributes to good matchmaking between help seekers and (informal) help providers. The speed of matchmaking appears to depend very much on the nature of the request. The added value of the Helpline lies mainly in the insight into and strengthening of Dordrecht’s social map, thus counteracting fragmentation. The Helpline also contributes to connections between residents’ initiatives and professional help and more and more appropriate questions are asked and answered.

Ecorys has drawn up an Impact map (below – in Dutch), with which we outline the input, activities, results and effects of the Helpline for residents, professionals, underlying foundations and the Dordrecht social domain. We provide insight into the added value, knock-on effects and how far the impact extends.